Introduction
If you have submitted documents in a third-party format such as HEIC that is unsupported for collection processing, this guide will help you understand how to resend your documents in a supported format to avoid delays.
Why is document format important?
Unsupported document formats like HEIC can prevent the system from processing your documents during the collection process. Ensuring your documents are in a compatible format helps facilitate a smooth and timely collection experience.
Supported document formats
Please resend your documents in one of the following supported formats:
- JPEG (.jpg, .jpeg)
- PNG (.png)
- PDF (.pdf)
How to convert HEIC files to a supported format
Follow these steps to convert your HEIC documents to a supported format before resubmitting them:
- Open the HEIC image on your device using a compatible photo viewer or editor.
- Use the "Save as" or "Export" function to save the image in JPEG or PNG format.
- If you prefer, use an online converter tool by uploading your HEIC file and downloading it in JPEG, PNG, or PDF format.
- Verify the converted file's quality and ensure all pages or images are included before resubmitting.
How to resend your documents
Once your documents are converted to a supported format, please follow the steps below to resend them:
- Log in to your [Account/Portal name] at [insert URL].
- Navigate to the document collection section or your submission dashboard.
- Locate the previous submission with the unsupported file format and choose the option to delete or replace it.
- Upload the newly converted documents in JPEG, PNG, or PDF format.
- Review and confirm your submission to proceed with the collection process.
Need help?
If you encounter any issues converting or resubmitting your documents, please contact our support team at [Insert support contact details] for assistance.
Thank you for your attention to this matter. Ensuring your documents are in a supported format helps us serve you better and speeds up the collection process.